Introduction

  • The IT Service Desk will act as a single point of contact (SPOC) for all contacts for support, assistance, maintenance, and all other services. These contacts can be via the telephone, Web portals, Instant Messaging chats or e-mails.
  • From an organizational perspective, IT Service Desk Services includes following functional services which are part of the IT organization (IT Services); these are:
    • The IT Service Desk
    • The PCs Support
    • End User support (Including and not limited to Laptops, desktops, Phone, applications etc)
    • Network & Telecom Support (User side)
    • IT Asset Management (User side)
  • The support provided under this CONTRACT covers a wide range of technical services for end users on the site, remotely and over the phone. Following is a non-exhaustive list for the key roles and responsibilities which shall be undertaken by CONTRACTOR

What are you going to do 

  • Answer telephone calls and log incidents and problems in ITSM application.
  • Act as the first line of help for all kinds of IT incidents, problems, and requests.
  • Use our current ITSM solution, ServiceNow - to enter, manage, follow up and updates ticket status.
  • Dispatch the Tickets from ServiceNow Queue to relevant Resolvers – Level 1 & 2.
  • Ensure to provide timely status updates on open incidents and requests and follow up until closure with level 1 & 2 teams. Follow up customer satisfaction surveys.
  • Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
  • Notify repeated and common issues with the IT Service Desk system usage and report to Company on areas for improvements.
  • Track the incident until closure and keep the User up to date with the incident status. Selective quality checks on closed incidents & service requests

Essential skills and knowledge

  • Each member of staff shall have a minimum of five years of experience working in an IT Service Desk environment along with technical support based on ITIL best practices guidelines in the Oil & Gas sector.
  • Familiar working experience in ITSM platform ServiceNow.
  • CONTRACTOR shall provide staff with relevant experience with the skills as listed as per their job description.

What we offer 

  • Salary:
    • Monthly Rate in QAR Plus Transportation, Food & Accommodation provided by Company
  • Work Schedule:
    • 8 Hours / 5 Days
  • Duration:
    • 5 years, renewable
  • Location:
    • Qatar

Are you the perfect match for this vacancy? Apply in 5 minutes and let's get in touch!

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Process of your application

Application process & contact

We will now begin examining your application: We will take a close look at your application documents and ask you for additional information if necessary. If your qualifications match our requirements, we will invite you to meet us for the first time.

Project discussion with our customer

If the introductory meeting goes well for you and us, we will arrange a meeting with the customer who has the perfect project for you. This gives you the opportunity to find out more about the customer and the project.

The decision

If you enjoyed the project discussion and the customer is also convinced of your expertise, we will ask you the final and decisive question: Do you want to get started at Brunel?

Introductory conversation with Brunel

In an introductory meeting, we would like to find out more about your interests, ambitions and professional developments. At the same time, we report on working at Brunel and provide information about all career opportunities and prospects.

Welcome to Brunel

Now great times are beginning! With Brunel you have countless opportunities to help shape technological progress. You decide how your career path goes. We support you in every phase of your career. You always have security behind you: Brunel!